1 · Service Scope
Tier
Full — the complete platform. Internal modules + customer-facing portal + multi-city + multi-fuel + all integrations.
Base price
₦9,000,000+ per year · 7.5% VAT exclusive
or ₦4,500,000+ for 6 months
Internal modules
Everything in Operations SLA · unlimited staff users
Customer portal
Phone+OTP login · balance · deliveries · statements · WhatsApp notifications · 24-hour session
Included seats
20 active customer seats/month
Fuels
LPG · AGO · PMS · DPK · ATK — all included
Multi-city
Multi-hub orchestration included
Integrations
Custom ERP, bank, and telematics integrations supported
Per-seat overage
Seats 21-50: ₦7,500 each · Seats 51-200: ₦6,000 each · Seats 201-500: ₦4,500 each · 500+ requires Enterprise. An "active seat" = a customer who logged into the portal at least once in the billing month. Inactive customers = ₦0.
2 · Availability
Combined uptime
99.0%/month (app + portal)
Customer portal
99.0% standalone
Region
Firestore europe-west1 · Lagos edge
Portal session
24-hour secure session (revocable)
OTP delivery
WhatsApp Business · best-effort
Maintenance
Saturdays 02:00–04:00 WAT
3 · Customer Portal Commitments
- Balance, recent deliveries, statements rendered within 2 seconds (P95)
- Statement PDF download within 5 seconds of request
- OTP delivery within 30 seconds (WhatsApp Business; fallback to SMS within 60 seconds)
- KYC chip status synced live with operator's KYC engine
- Customer data isolated per operator-tenant; never visible to other operators or customers
- Customer can request own data export via portal · delivered within 5 business days
4 · Support
Operator channels
Email · WhatsApp · Phone
Hours
Mon–Sat 09:00–18:00 WAT
Critical response
≤ 4 business hours (Full tier exclusive)
Standard response
≤ 1 business day
End-customer support is the operator's responsibility. Bomart provides infrastructure SLA only.
5 · Data Protection
- All Operations Suite data protections apply (see Operations SLA §4)
- Customer portal data tagged separately:
bomart/tenants/<tenantId>/customer_facing/<customerId>
- Customer-portal write access strictly limited to operator's admin users
- Anomaly detection scans portal access patterns hourly · flags >500 reads/customer/day
6 · Cancellation & Data Export
Notice period
30 days written notice
Operator data export
CSV + JSON within 5 business days
Customer portal sunset
Customers notified 14 days before portal access ends · 30-day grace window for own data export
Retention
90 days post-cancellation · then permanent deletion
7 · Service Credits
Below 99.0%
10% monthly fee credit
Below 98.0%
25% monthly fee credit
Below 95.0%
50% monthly fee credit · customer may cancel immediately without notice period
Portal-only outage
Pro-rated credit on the customer-portal component of the bill
Credit cap
Total credits in any month capped at 50% of that month's fee
Operator (Signature, Name, Title)
Bomart Integrated Services Ltd